- Company Name
- Naboo
- Job Title
- Director of Operations - Full time - Paris or Barcelona
- Job Description
-
Job Title: Director of Operations
Role Summary:
Lead the design and execution of a scalable operations framework across multiple markets, driving efficiency, quality, and growth for a fast‑growing event‑tech company.
Expectations:
- Translate strategic vision into measurable operating plans and OKRs.
- Deliver end-to-end process excellence, maximizing service quality while reducing cost.
- Build and mentor a high‑performance operations team.
- Influence product, finance, and risk functions to synchronize objectives and achieve unit‑economic targets.
Key Responsibilities:
- Define and evolve the global operating model (central vs local, in‑house vs outsourced, automation vs manual).
- Create and continuously improve core processes (lead‑to‑booking, event delivery, incident management, supplier onboarding, support, billing).
- Design and deploy operational playbooks for new market launches and acquisitions.
- Own end‑to‑end service delivery quality, setting and monitoring SLAs for customers, partners, and internal stakeholders.
- Partner with Product, Tech, and Data to build and scale AI‑driven automation and platform enhancements.
- Lead the Operations KPI framework (NPS, response/resolution times, on‑time delivery, rebooking rate, supplier quality, margin, productivity per FTE).
- Build dashboards and run regular performance reviews, driving iterative improvement and experimentation (A/B tests, pilots).
- Collaborate with Finance on forecasting, budgeting, and unit‑economic modeling; ensure contribution margin and support cost targets are met.
- Anticipate and mitigate operational risks (seasonality, regulatory changes, M&A integration).
- Establish compliance, incident management, escalation, and quality audit processes for suppliers and partners.
- Hire, coach, and develop a robust Ops leadership bench (20+ people).
Required Skills:
- Proven track record of scaling international tech operations and driving KPI ownership.
- Strong leadership and talent development experience (8+ years in senior ops roles).
- Deep analytical mindset, proficiency with data dashboards, financial modeling, and root‑cause analysis.
- Experience building processes and operating models that scale across multiple countries.
- Ability to design and implement AI/automation solutions in partnership with Product, Tech, and Data teams.
- Excellent written and verbal communication in English; additional EU languages preferred.
- Bias for action, structured problem‑solving, and simplifying complex initiatives.
Required Education & Certifications:
- Bachelor’s degree in Business, Operations, Engineering, Computer Science, or related field.
- MBA or equivalent advanced business qualification preferred.
- Professional certifications (Lean Six Sigma, PMP, or similar) desirable.